This role pays less than
94%
of similar roles. Most pay
$151,368–$210,875
— the shaded band above.
At the midpoint, this role pays about
$109k
versus about
$181k
for comparable roles.
Based on 240 similar postings.
Employer
About Twilio
Twilio is a cloud communications platform that provides APIs and software, allowing developers to embed voice, messaging, video, and email functionalities directly into their applications.
Twilio currently has
33 open roles
on FindRole.
Listed pay typically runs
$138,872–$173,590
across 29 roles with salary data.
The Onboarding Operations Tech Lead joins the team to lead operational execution, architect risk and workflow strategies, and build foundational systems for global onboarding. This role focuses on ensuring clients transition onto the platform efficiently while meeting all verification, compliance, and readiness requirements. You will develop end-to-end roadmaps, establish standard operating procedures, and translate complex technical engineering concepts into actionable workflows for frontline teams. Key responsibilities include analyzing activation funnels to design automated intervention logic and managing high-stakes escalations involving legal and trust risks. The ideal candidate possesses strong data fluency using SQL, Looker, Tableau, or Snowflake, along with proficiency in Python and workflow automation platforms. This role addresses the challenge of transforming multi-channel processes into streamlined controls within a highly regulated industry to improve time-to-value and overall platform adoption for global users.
Build and own the end-to-end onboarding roadmap, including standard operating procedures, SLAs, and governance.
Analyze operational telemetry and activation metrics to design automated workflows that resolve friction points.
Partner with Product and Engineering teams to build long-term platform controls and self-serve tools.
Translate complex technical engineering concepts into actionable guidance for the operations team.
Optimize manual intervention queues and manage performance metrics like Time-to-Value and Activation Rate.
Serve as the final point of escalation for high-stakes onboarding cases involving legal or safety risks.
Author and maintain comprehensive runbooks, playbooks, and training documentation for global teams.
Mentor early-career team members and build enablement frameworks to scale the operations department.
What we're looking for
Bachelor's degree in a business or technology discipline, or equivalent practical experience.
6+ years of experience in operations, implementations, customer onboarding, or program management in tech, FinTech, SaaS, or complex digital ecosystems.
Proven track record of building operational frameworks and policies in highly ambiguous environments as a founding or pioneer team member.
Demonstrated experience managing cross-functional projects with Product and Engineering teams to automate manual operations.
Strong data fluency using tools like SQL, Looker, Tableau, or Snowflake to analyze performance and present findings to leadership.
Excellent communication skills to explain complex technical workflows and requirements to non-technical stakeholders.
Ability to work independently and make high-stakes decisions under tight operational SLAs.
Advanced proficiency in SQL, Python, or automation platforms; experience with KYC/compliance; and expertise in Lean, Six Sigma, or Agile (preferred).
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